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Dynamic Sections for Service Catalog items configuration

With this update, admins can make the service catalog item forms dynamic. The forms can be configured to make certain set of fields on a Service catalog item, appear only when a certain value is selected on a drop-down field. This will allow requesters to view only the relevant fields when filing service requests, and the system to capture only the relevant information for the service request.

For example, on a Service Request form for 'RAM Upgrade', you'd like to ask for the department head's email ID, if the upgrade request is for more than 16GB of RAM. You can make use of dynamic sections.

Here's a sneak peak at the mocks.

PS: This functionality is similar to what is already available for Ticket form configurations

37 people like this idea

Hello Sundar, 

Great news. 

If there is any beta, we would be glad to test on our instances



Any update on this?
We REALLY want to use this as soon as possible. 
This will make a big difference the our service offerings and simplify it greatly for our requesters

If there is any beta, we would be glad to test on our instance (

Hey folks,

Just a quick update - The feature should be out by the end of this month. Our current plan is to make it available for all customers who have Service Catalog enabled. 

Please stay tuned for updates.

Hello Sundar, 

Great news. We are excited to discover this new capability.

Please do not forget to enable the feature on our accounts



They both have Service catalog enabled.




Thanks, Stefan. Duly noted!

Was this feature rolled our or still planned for late August?

Any updates on feature?

Hey folks,

This is on track for end of August.



2 people like this

Hi Sundararajan,

Can you confirm a specific go-live date for this?



Hi Brie,

It's hard to come up with an exact date yet. We're shooting for 30th Aug. I'll update the thread sometime next week with a more accurate date.

Thank you.



Product @ Freshservice

We're desperate for this, sooner rather than later!

It would be really nice if we could also incorporate this concept of dynamic functionality to actual service requests themselves (with the new employee onboarding function).

For example... I want the hiring manager to be able to choose the software they want to be deployed for a new hire... however, certain software only applies to certain departments.  It would be great if I could tag the specific items as only being visible to accounting or legal based on the software.

Does this make sense?  Does anyone else see value?

Robert you should be able to hide the software options based on groups, we've tested this in our org successfully.

We have different options available for different business units (All departments roll into Business Unit based Groups) within the onboarding request. If we as IT look at the request it shows 30 options but hiring managers generally only see the 5-6 options for their department.

or are you looking at fields within a request to change level of access?

Hi Sundararajan 

Is this still on track for a release tomorrow?

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